Your contact center — inbound, outbound, and fully in the cloud.
Handle inbound queues, run outbound campaigns, manage agents in real time, and give supervisors the visibility they need — all from a single cloud platform with no on-premise infrastructure.
Built for the full contact center operation
From the caller waiting in queue to the supervisor reviewing yesterday's reports — every role has the tools they need.
Inbound Call Queues
Route incoming calls into prioritized queues by skill, department, or campaign. Callers get position announcements and estimated wait times automatically.
→ Call QueuesOutbound Campaign Management
Build and run outbound calling campaigns with configurable dial rules, compliance controls, and per-campaign reporting to track every call outcome.
Skills-Based Routing
Match every caller to the agent with the right skills. Define skill levels per agent, set routing logic by queue, and let the system handle the matching automatically.
→ Skills-Based RoutingSupervisor Monitoring
Listen to live calls silently, whisper guidance to agents without the caller hearing, or barge in when the situation needs direct intervention — all from the supervisor console.
→ Call MonitoringReal-Time Analytics
Live dashboards show queue depth, agent status, service levels, and handle time. Historical reports let managers identify patterns and improve over time.
→ Call AnalyticsCall Recording
Record all calls or configure selective recording by queue, campaign, or agent. Recordings are accessible from the analytics interface for QA review.
→ Call RecordingGive managers the visibility to act, not just observe
A contact center supervisor's job is to keep service levels up and agents performing at their best. My Call Connect gives supervisors a live wallboard, agent-level drill-down, and real-time coaching tools in the same interface.
Live wallboard
A configurable real-time display shows queue lengths, agent states, SLA status, and trending metrics. Put it on a screen for the whole team to see.
Whisper coaching
Talk directly to your agent mid-call — the caller hears nothing. Guide a new rep through a difficult conversation without stepping on the call.
Historical reporting
Slice call data by queue, agent, time range, or outcome. Export reports in standard formats for workforce management, payroll, or compliance review.
A cloud contact center for customer-facing operations
MCC Contact Center is a cloud contact center platform for managing the full lifecycle of customer-facing voice interactions — from the moment a call arrives to the point where a supervisor reviews the outcome. It provides the queue management, agent workflow, routing logic, and reporting that a customer service or support operation requires.
Unlike a standard business phone system, Contact Center is structured around agent groups, skill assignments, queues, and operational KPIs. It is designed for teams where customer interactions are a primary function — not a secondary activity.
Inbound service and outbound calling
MCC Contact Center handles inbound queues and supports outbound campaigns. For high-volume outbound sales dialing, MCC also provides a dedicated Sales Dialer.
Inbound — customer service & support
Route incoming customer calls through IVR, assign them to appropriate queues, and connect each caller to the right agent. Supervisors monitor in real time. Reports track queue performance over time.
Outbound — campaigns & follow-up
Run outbound calling campaigns from within Contact Center, with dial rules, compliance controls, and per-campaign reporting. For sales teams requiring power dialing and CRM integration, MCC Sales Dialer is the dedicated outbound sales product.
Contact Center, AI Contact Center, and AI Agents
Three related but distinct MCC products — understanding each one prevents overlap.
Human agent operations
The core contact center platform — queues, routing, monitoring, reporting. Human agents handle customer interactions. Supervisors manage performance. The starting point for any contact center deployment.
You are hereAI intelligence layer
Adds real-time AI assistance to live human-agent calls: transcription, sentiment analysis, knowledge surfacing, and automated post-call summaries. Works alongside Contact Center — agents handle the call, AI handles documentation.
See AI Contact Center →Automated interaction handling
AI voice and chat agents that handle routine customer enquiries end-to-end — without routing to a human agent. Designed for always-on handling of FAQs, account queries, and scheduling, with escalation to a live agent when needed.
See AI Agents →Contact Center vs Traditional Call Center
The terms are often used interchangeably, but they describe different operational models. Understanding the distinction helps teams choose the right infrastructure.
Phone-only, often on-premise
- Handles inbound and outbound voice calls only
- Infrastructure runs on-premise — PBX hardware, dedicated phone lines
- Agents tied to physical desks and hardware phones
- Reporting is limited to call volume and basic handle metrics
- Adding channels (email, chat) requires separate systems
- Scaling requires purchasing additional hardware and licenses
Multi-channel, cloud-native
- Handles voice, chat, messaging, and email in one platform
- Runs in the cloud — no on-premise hardware to install or maintain
- Agents work from any location with an internet connection
- Real-time dashboards, agent analytics, and historical reporting built in
- AI tools (transcription, sentiment, automated agents) available on the same platform
- Scale up or down by changing seat count — no hardware procurement
A cloud contact center is a call center with broader channel coverage, cloud infrastructure, and modern analytics. If your team handles customer interactions across more than just phone calls — or if your agents work remotely — a cloud contact center is the appropriate platform.
Contact Center or Business Phone?
Both products handle voice calls. Contact Center adds structured operations for customer-facing teams.
For customer-facing operations
- Inbound queues with skills-based routing
- Agent groups and availability management
- Supervisor monitoring: listen, whisper, barge
- Live wallboard and real-time dashboards
- Historical reporting by queue, agent, campaign
- Designed for structured customer-service operations
For company-wide team communications
- Business numbers for every team member
- IVR, auto attendant, call forwarding
- Voicemail, call forwarding, call recording
- Admin portal manages extensions and routing
- No structured queue or agent workflow required
- Designed for teams across all departments
Everything that powers your contact center
Contact Center works with the full MCC stack
Omnichannel
Add WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, email, and website chat alongside voice — agents handle every channel from one inbox with shared customer history.
AI Agents
Deploy AI voice and chat agents that resolve routine requests before they reach the queue — FAQs, scheduling intake, and lead qualification handled autonomously.
Sales Dialer
Extend inbound contact center with outbound preview, progressive, and predictive dialing campaigns — all managed from the same platform and admin portal.
Businesses running large inbound operations use these tools for queue management and supervisor monitoring — see how businesses use MCC.
Evaluating contact center platforms? See how MCC compares: MCC vs Five9, MCC vs Genesys, MCC vs Talkdesk, MCC vs Aircall, MCC vs Freshdesk, MCC vs CloudTalk, MCC vs JustCall, MCC vs Twilio Flex, MCC vs Vonage.
Teams that run on MCC Contact Center
MCC Contact Center is suited for organisations where customer interactions are a primary operational function.
Customer service & support teams
Inbound support operations handling billing queries, technical issues, and account management — where queue management, routing, and first-contact resolution are the core priorities.
Sales and outbound teams
Outbound calling campaigns, follow-up sequences, and sales operations requiring dial rules, campaign reporting, and agent performance visibility from a single platform.
BPO and outsourced operations
Business process outsourcers managing multiple client campaigns need queue separation, per-campaign reporting, and supervisor monitoring tools across concurrent operations.
Omnichannel contact centers
Teams handling customer contacts across voice, chat, and messaging who need a unified inbox so agents manage all channels in one interface without switching between tools.
Financial and regulated services
Organisations requiring call recording, supervisor monitoring, and documented interaction outcomes for compliance and quality assurance purposes.
Distributed and remote agent teams
Contact centers with agents working across multiple locations or from home — where a cloud deployment removes the on-premise hardware dependency without reducing supervisor visibility.
Contact Center pricing
Contact Center pricing depends on the number of agent seats, channels required (voice, omnichannel, or AI-assisted), and deployment requirements. Contact MCC for current pricing based on your team size and configuration.
View Pricing Or request a demoConnecting to your existing systems
Contact center operations typically require connectivity with CRM systems, helpdesk platforms, and ticketing tools — so agents have customer context available during interactions and interaction records flow into downstream systems automatically.
Contact MCC to confirm which integrations are available for your existing tools and what the configuration requirements are for your deployment.
Confirm integration availabilityWhat to evaluate when choosing a contact center
These are the areas that matter most when comparing contact center platforms. Use them to build a consistent evaluation across vendors.
| Evaluation Area | What to Consider |
|---|---|
| Channels | Which customer contact channels are required — voice only, or voice plus chat, messaging, and email. Confirm each channel is supported in the base deployment, not an add-on tier. |
| Routing | Whether the platform supports the routing logic your operation needs: skills-based routing, time-of-day routing, priority queuing, and overflow handling. |
| Supervisor tools | Live monitoring (listen, whisper, barge), real-time dashboards, and the ability to intervene in active interactions. Critical for quality assurance and agent training. |
| AI capabilities | Whether AI assistance (transcription, sentiment, agent assist) and autonomous AI agents are available on the same platform — and how they are licensed. |
| Analytics & reporting | The depth of real-time dashboards and historical reporting. Consider whether reports can be filtered by queue, agent, campaign, and time range, and exported in standard formats. |
| Deployment | Whether the platform is cloud-native with no on-premise hardware requirement, and what the typical deployment and onboarding timeline is for your team size. |
| Integrations | CRM, helpdesk, and ticketing system connectivity. Confirm which integrations are available and whether they require custom development or are supported out of the box. |
| Pricing model | Per-seat, per-interaction, or usage-based. Understand what is included at each tier and what triggers additional cost — particularly for AI features and additional channels. |
Contact Center questions
Run a contact center that actually works the way your agents do.
See how My Call Connect gives your team the tools to deliver better service, at scale.